We understand that things don't always go to plan. If you're not happy with our service, we want to hear from you so we can try to put things right. Here’s a guide on how to get in touch, make a complaint, and the steps we’ll take to resolve it.

We’re committed to providing excellent customer service, and we aim to make sure you’re satisfied with every part of your experience. We really do try our best, but we know we sometimes fall short. If you're not happy with any part of our service, please let us know.

Making a complaint is straightforward, and we've outlined the process below.

What to do if you have a complaint

If you have a complaint, please contact us as soon as possible. The sooner you get in touch, the sooner we can start working towards putting things right. You can contact us by sending us a message 24/7 us on Facebook or email us at hi@sainsburysenergy.com (we’re here 8am - 10pm everyday).

Or call us on 0808 501 5277 9am - 5pm Monday to Thursday, and 9am - 4pm Friday. Or send a letter to Sainsbury’s @ E.ON Next, Trinity House, 2 Burton Street, Nottingham, NG1 4BX.

How we will handle your complaint

When you contact us, a dedicated customer service team member will try their best to resolve your complaint. They'll listen to your concerns, apologise for any inconvenience caused, and do their best to find a solution that works for you. Our aim is to resolve most issues quickly and to make the experience as smooth as possible. Each complaint gives us a chance to improve, and we’re always open to finding better ways of doing things.

If you are not satisfied with the outcome

If, after our initial steps, you’re still not satisfied, you can ask for a second look. One of our managers will review the complaint to see if there’s more we can do. We want to make sure we’ve fully understood your concerns, and sometimes a fresh set of eyes can help.

If we reach the end of this process and you’re still not satisfied, there’s another option: you can take your complaint to the Energy Ombudsman. This independent service is free to use and can review cases where we may not have met expectations. The Ombudsman will help you consider options and reach a resolution that feels fair.

The Energy Ombudsman

If you've spoken to us and you're still not satisfied, you can contact the Energy Ombudsman. They’re a free and impartial service that can help resolve complaints between consumers and energy companies.

You can contact the Energy Ombudsman if we’ve sent you a final offer letter or if we haven’t resolved your complaint within 8 weeks. You can contact them on 0330 440 1624, email enquiry@energyombudsman.org, visit energyombudsman.org or write to PO Box 966, Warrington, WA4 9DF.

FAQs

Where can I get advice on energy bills?

There are a number of organisations that can provide you with free and impartial advice on energy bills, including:

• The Citizens Advice Bureau

• The Energy Saving Trust

• Ofgem (the energy regulator)

How do I make a complaint to Sainsbury's Energy?

Giving you the very best service we can is important to us, which is why we’ll work together to resolve any issues you have and aim to find a resolution that works for everyone involved.

If you need to raise a complaint, you can in two ways:

• Email us at hi@sainsburysenergy.com

• Call us on 0808 501 5277, Monday to Thursday 9am - 5pm, and Friday 9am - 4pm

Here are some helpful links you might need:

• Energy Ombudsman: www.ombudsman-services.org/sectors/energy

• Energy Ombudsman contact number: 0330 440 1624

• Energy Ombudsman Scotland: While the Energy Ombudsman handles complaints for the whole of Great Britain, you can find information specific to Scotland on their website

• Energy Ombudsman Wales: Similarly, information for Welsh consumers can be found on the Energy Ombudsman website